Error message when you upgrade from Microsoft Dynamics CRM 3.0 to Microsoft Dynamics CRM 4.0: “The E-mail Router Configuration Manager was unable to retrieve user and queue information from the Microsoft Dynamics CRM server”

Consider the following scenario:

  • You upgrade from Microsoft Dynamics CRM 3.0 to Microsoft Dynamics CRM 4.0.
  • You configure the Microsoft Dynamics CRM 4.0 E-mail Router for an organization.
  • You click Load Data.

In this scenario, you may receive the following error message:

The E-mail Router Configuration Manager was unable to retrieve user and queue information from the Microsoft Dynamics CRM server. This may indicate that the Microsoft Dynamics CRM server is busy. Verify that URL ‘http://organization name’ is correct. Additionally, this problem can occur if specified access credentials are insufficient. To try again, click Load Data. (The request failed with HTTP status 404: Not Found.)

This problem occurs if the following conditions are true:

  • The ADSdkRootDomain value and the ADWebApplicationRootDomain value are set to the server name.
  • Microsoft Dynamics CRM is configured to use the host headers.

To resolve this problem, follow these steps:

  1. Download the Microsoft Dynamics CRM Deployment Configuration tool. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

How to use the Microsoft Dynamics CRM Deployment Configuration tool for Microsoft Dynamics CRM 4.0

  1. To check the values that are currently set, run the following query on the Microsoft Dynamics CRM configuration (MSCRM_Config) database.
SELECT Id, ColumnName, NvarCharColumn From DeploymentProperties
WHERE ColumnName IN ('ADSdkRootDomain','ADWebApplicationRootDomain')
  1. Use the Microsoft Dynamics CRM Deployment Configuration tool to update the ADSdkRootDomain value and the ADWebApplicationRootDomain value to the host header value. To do this, run the following two commands in the Microsoft Dynamics CRM Deployment Configuration tool.
microsoft.crm.deploymentconfigtool.exe addresssettings update -sdkrootdoamin: <host header value>
microsoft.crm.deploymentconfigtool.exe addresssettings update -webapprootdomain: <host header value>
  1. Restart Internet Information Services (IIS), and then restart Microsoft Dynamics CRM Asynchronous Processing Services. To do this, follow these steps:
  2. Click Start, click Run, type iisreset, and then click OK.
  3. Click Start, click Run, type services.msc, and then click OK.
  4. Right-click Microsoft CRM Asynchronous Processing Service, and then click Restart.

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